Abdoul Keita
Bethesda,MD
Summary
Results-driven, confident leader, with diverse experience in hospitality, property management and customer service. Proven to create strategic initiatives that enhance business growth, customer experience, and profitability. A bilingual Incident Manager with great skills in documenting critical events and leading follow up meetings. Thrive in a fast-paced environment with the ability to prioritize competing tasks.
Proficient in Microsoft Office Suite, Access, OneNote, Vista, Yardi, Fosse, Opera, OnQ, HRIS, Concierge Plus, CRM and Rackspace, Honest Building, Building Link, Mach Energy reading, Energy Watch, Angus anywhere, Building Engine, MRI, Nexus, CW Nexus, Pager Duty, MOS, Slack, NGCC.
Overview
11
11
years of professional experience
Work History
Incident Manager
Oracle Corporation
10.2021 - Current
- Cloud Infostructure
- Management of escalations for our global customers (logging, assignment, progression and communication internally and to customer)
- Availability over the support lines for escalation calls
- Management of incidents for on-premises and hosted customers
- Increase visibility and awareness of Incidents across the various lines of business
- Engage and collaborate with technical teams to drive resolution of incidents and escalations
- Deliver a consistent and professional Incident & escalation Management process Globally
- Proactively review to prevent recurrence of issues
- Provide software and systems technical support for Oracle Hospitality products: OPERA V5, OPERA Cloud & adjacent products
- Contribute to process/service improvement and innovation
- Contribute to knowledge sharing
- Prioritized each incident based upon its impact on business and escalated issues considered major threats.
- Remained calm and poised during high-priority incidents.
- Delivered consistent and quality mentoring, training and onboarding for teams of contractors and staff members.
Property Assistant
Brookfield Asset Management
07.2019 - 09.2021
- Daily communication with tenants, vendors and Engineers
- Code invoices and expense vouchers weekly
- Create tenant notifications and memorandums
- Respond to work tickets, tenant requests and other
- Obtain bids from vendors and contractors and made recommendations for services
- Participate in property inspections Communicate and coordinate collections with delinquent tenants
- Manage overtime HVAC and utility billing to tenants which includes creating and tracking invoices
- Create and send invoices for tenant bill backs with frequent communication to Property Accountants
- Managed day-to-day activities involving tenants, subcontractors and property management.
Property Coordinator/Concierge Manager
Tower Companies
Silver Spring, MD
01.2017 - 06.2019
Earlier Experience
- Evaluated and recommended changes in rental pricing strategies to remain competitive in market.
- Minimized vacancy periods by collaborating with building owners to strategize improvements to marketing initiatives, business plans and tenant outreach programs.
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
Customer Success Manager
JBG COMPANY
Washington, DC
01.2016 - 01.2017
Earlier Experience
Assistant Manager
MARRIOTT
Tysons Corner, VA
12.2012 - 10.2015
Earlier Experience
Front Desk Supervisor
Hilton Full Service
Washington, DC
01.2008 - 02.2010
Earlier Experience
Education
Bachelor of Arts - Human Resources Management Criminal Justice
UNIVERSITY OF MARYLAND COLLEGE
01.2018
Skills
- Technology Monitoring Tools
- Priority Incident Recommendations
- Team Engagement
- Post Incident Meetings
- Oracle Certified Professional
- Critical Thinking
- Customer Service
- Computer Skills
- Data Management
- Problem Resolution
- Microsoft Office
Additional Information
- Awards , Fastest Check in Experience Award Best Concierge Award, 2015 Marriott Employee of the Month, 2013 and 2015
Timeline
Incident Manager
Oracle Corporation
10.2021 - Current
Property Assistant
Brookfield Asset Management
07.2019 - 09.2021
Property Coordinator/Concierge Manager
Tower Companies
01.2017 - 06.2019
Customer Success Manager
JBG COMPANY
01.2016 - 01.2017
Assistant Manager
MARRIOTT
12.2012 - 10.2015
Front Desk Supervisor
Hilton Full Service
01.2008 - 02.2010
Bachelor of Arts - Human Resources Management Criminal Justice
UNIVERSITY OF MARYLAND COLLEGE